Customer Service Representative

SUMMARY OF PRIMARY DUTIES AND RESPONSIBILITIES:

The Customer Service Representative is responsible for assisting customers with all requests, including but not limited to: invoicing, order entry, product information, payments, and all activities related to customer satisfaction. Also, to provide feedback regarding any shipment information including; tracking numbers, back order and receipts.

Essential Duties & Responsibilities:

· Cross train with all members of Customer Service, further enhancing knowledge of all position.

· Operate personal computer to access email, internet, electronic calendars and office support software.

· Complete internal and external reports as required.

· Complete all paperwork related to the ordering process; including sales orders, invoices, returns, etc.

· Resolve customer inquiries and complaints.

· Provide customers with product information.

· Answer calls regarding parts inquiries and respond to customer requests.

· Process all customer orders and inform customers of any delays or issues with pending orders.

· Filing all invoices and general paperwork as necessary, electronically or physically, whichever applies.

· Relay invoice information to customers using email, mail, fax or auto invoicing.

· Verify all shipping methods are correct and using the correct account number.

· Prepare invoices and secure payments using online terminal.

· Review all Bill of Ladings to verify order entry is correct and parts pulled are accurate.

· Update customers on backorders and release dates.

· Verify pricing for orders placed

· Update any order date changes

· Interact with procurement to resolve customer questions.

EXPERIENCE/SKILL/EDUCATIONAL REQUIREMENTS:

The ideal candidate for this role will have the following qualifications:

· High School diploma

· Typing and 10-key

· Proficient with Microsoft Office Suite

· Excellent Communication Skills, both written and verbal

· Pleasant personality and phone voice

· Minimum 2 years customer service experience

· Team mentality

Bi-lingual (Spanish & English) a PLUS

ORGANIZATIONAL RELATIONSHIPS: Customer Service Representative

Reports to: Customer Service Manager

Peers: Customer Service Representatives

Positions Reporting to this Position: N/A